Remote Advice Service is a new product concept developed inhouse for retail banks in order to increase (cross) sales performance, enhance customer experience and ensure cost savings

1. Saving costs, Uplifting Sales and
Customer Service by transferring
Advisory Services from Branch to other
Channels
Branch Optimisation–Capgemini implements new
service concepts to renew the distribution strategy.
““We secure direct access to
specialized staff–they do not have to
drive to the urban regional
office”-“we act against the trend of
closing small branches”
Directeur Rompelberg Rabobank
Source:
Webwereld.nl
The Challenge
The sales capability for complex and
regulated banking products is
relatively scarce and expensive. As
result, not all branches have dedicated
advisers. This leads to:
• Customer inconvenience: wait
and travel time if adviser is not
available
• Inefficiency: time and cost
overhead of travelling sales force
• Lost opportunity: Unfilled
diaries as appointments are not
kept
• Lower sales performance: Staff
cannot render all high value
services sufficiently and is unable
to service large numbers of
customers.
• Low Remote customer service
coverage: In larger countries with
customers living in remote area’s
the branch network
coverage is insufficient and the
high costs does not allow to have
high value services at every
branch
• For complex products and
services customers need to visit a
branch. The capability is lacking
to bring this advice and sales
capability to the homes.
The Branch channel is the most
expensive way for a bank to process a
customer transaction or enquiry,
costing over €0.80 more in the US
than internet banking and €1.86 more
in Europe
The Solution
Now video technology and required
network bandwidth are maturing this
allows greater roll out of self services
to streamline front desk operations
and integrate with the phone /contact
center channel.
Developments in videoconferencing
technology now make it possible to

2. Capgemini "Financial Services" Approved by:
Distribution Management Michel van den Berg
- Internet Banking Expert group Manager Channels retail banking
-ATM
-Branches Frank Moerdijk
-Phone Banking Strategic Business Domain Manager Channels
-Mobile Banking
concentrate advisory services in one
central video call-center and to create
an engaging ‘virtual appointment’,
linking customers with staff in
specialist centres through :
• High Quality video linkages
• Meeting room environment
specifically designed for the
purpose
• Software allowing customer and
adviser to ‘co-browse’, sharing
brochures, documents, screens
• Online video meeting capability
for internet customers
Various video technology services
constitute new branch service model
concepts such as videochat, C-port,
video-ATM’s, Desktop Eyecatchers,
etc.
The Benefits
By reinventing the local branch most
obvious this will attract and retain
customers.
Video Teleconference Systems (VTS)
ties in with the demand for solutions
for individuals and broader trends in
society and business such as micro-
marketing, self service and virtual
workforces.
Advisory services on remote
supported by VTS are also key
enabler and extending its footprint to
the Bank’s brand and image
(innovation, infotainment, experience-
driven)
Last but not least an increase in
operating efficiencies is considerable.
In Western Europe some first moving
banks experience that lead times have
been shortened with 40% and sales
productivity increase has more than
doubled (more customers served per
(senior) advisor)
How Capgemini Work(ed)
Together
Remote advisory service creates an
opportunity for improved customer
access, fuller diaries, higher utilisation
of specialised staff and sales uplift
To develop this opportunity
Capgemini Channel Management and
TTU can:
• Design Concept creation
• Develop a prototype
• Engage with business units to
gain support for the opportunity
and business changes
• Develop a pilot proposition that
could be rolled out without
significant work to core systems
• Time box launch delivery
orchestrating organisation,
process and technology
About Capgemini and the
Collaborative Business Experience
Capgemini, one of the world’s foremost providers of Consulting, Technology and Outsourcing services,
has a unique way of working with its clients, called the Collaborative Business Experience.
Backed by over three decades of industry and service experience, the Collaborative Business Experience is
designed to help our clients achieve better, faster, more sustainable results through seamless access to our
network of world-leading technology partners and collaboration-focused methods and tools. Through
commitment to mutual success and the achievement of tangible value, we help businesses implement
growth strategies, leverage technology, and thrive through the power of collaboration.
Capgemini employs approximately 61,000 people worldwide and reported 2005 global revenues of 6,954
million euros.
More information about our services, offices and research is available at www.capgemini.com